At arenaflex, we are dedicated to simplifying the healthcare experience and creating healthier communities. As a key member of our team, the Provider Customer Service Call and Chat Representative plays a vital role in supporting providers who care for our members. This position involves responding to inquiries related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits (EOB), and behavioral health, either through phone calls or concurrent chat. The role is full-time, requiring 40 hours per week from Monday to Friday, with flexibility to work any of our 8-hour shift schedules during normal business hours of 10:35 AM to 7:05 PM CST. Given the business needs, occasional overtime, weekends, and holidays may be required.
**About arenaflex**
arenaflex is a leading healthcare organization committed to delivering innovative solutions that improve the lives of our members. We believe in the importance of building strong relationships with our providers, and our Provider Customer Service Call and Chat Representative plays a critical role in achieving this goal. As a representative, you will serve as an advocate for providers, demonstrating accountability and ownership in resolving issues. You will engage with providers in a multi-channel environment, including calls and chats, and will be responsible for triaging contacts from healthcare professionals, understanding their needs, and providing timely resolutions to their inquiries.
**Responsibilities**
As a Provider Customer Service Call and Chat Representative, your key responsibilities will include:
* Serving as the advocate for providers by demonstrating accountability and ownership to resolve issues.
* Serving providers in a multi-channel environment including call and concurrent chat as required.
* Quickly and appropriately triaging contacts from healthcare professionals (i.e., physician offices, clinics, billing offices).
* Seeking to understand and identify the needs of the provider, answering questions and resolving issues (e.g., benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health).
* Researching and dissecting complex prior authorization and claim issues and taking appropriate steps to resolve identified issues to avoid repeat calls/messages, escalations, and provider dissatisfaction.
* Collaborating effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner.
* Demonstrating strong multitasking skills to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business (C&S, M&R, E&I) provider types, and call types.
* Influencing providers to utilize self-service digital tools, assisting with navigation questions and selling the benefits of the tool, including aiding in faster resolution.
**Requirements**
To be successful in this role, you will need:
* A High School Diploma / GED OR equivalent work experience.
* 1+ years of customer service experience with analyzing and solving customer's concerns.
* Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.
* The ability to type at the speed of greater than or equal to 35 - 40+ WPM with an accuracy of 90%.
* Must be 18 years of age or older.
* Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 10:35 AM - 7:05 PM CST from Monday - Friday.
**Nice-to-haves**
While not required, the following skills and experiences are highly desirable:
* Prior healthcare experience and knowledge of healthcare terminology.
* Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools.
**Benefits**
As a valued member of our team, you will enjoy a comprehensive benefits package, including:
* Comprehensive benefits package
* Incentive and recognition programs
* Equity stock purchase
* 401k contribution
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we are committed to helping our employees grow and develop their careers. As a Provider Customer Service Call and Chat Representative, you will have access to:
* 12 weeks of paid training, conducted virtually from home, with training hours set from 8:00 AM to 4:30 PM CST, Monday through Friday.
* Opportunities for professional development and growth within the organization.
* A supportive and collaborative work environment that encourages learning and innovation.
**Work Environment and Company Culture**
arenaflex is a dynamic and fast-paced organization that values teamwork, innovation, and customer satisfaction. As a Provider Customer Service Call and Chat Representative, you will work in a multi-channel environment, interacting with providers and internal partners to resolve issues and provide timely resolutions. Our company culture is built on the principles of accountability, ownership, and collaboration, and we are committed to creating a work environment that is inclusive, diverse, and supportive of our employees' needs.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution. We are committed to providing our employees with a total rewards package that recognizes their value and contributions to our organization.
**Conclusion**
If you are a customer-focused individual with a passion for healthcare and a desire to make a difference in the lives of our members, we encourage you to apply for the Provider Customer Service Call and Chat Representative position at arenaflex. As a representative, you will have the opportunity to work in a dynamic and fast-paced environment, interacting with providers and internal partners to resolve issues and provide timely resolutions. We offer a comprehensive benefits package, career growth opportunities, and a supportive and collaborative work environment that encourages learning and innovation. Apply today to join our team and help us simplify the healthcare experience and create healthier communities.